tools to enhance patient engagement...•pam • began survey distribution june 2011 • over 1,500...

Moderator: Judith Schaefer, MPH, MacColl Institute for Healthcare Innovation at Group Health

Speakers: Chris Delaney, MBA, Chief Executive, Insignia Health; Cathy Davenport, RN, BSN, Care Manager, Peace Health; Shannon Gilbert, MHA, Practice Leader Chronic Disease Management, Multicare Health System; Jim Weiss, MD, Primary Health Medical Group.

Tools to Enhance Patient Engagement

Change Concepts for Practice Transformation

Leveraging the Patient Activation Measure®

to Increase Patient Engagement

Chris Delaney Insignia Health

January 24, 2013

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The Activation Opportunity

Patient self-management is key to achieving the Triple Aims

Most of the 33 CMS quality performance standards are dependent on patient self-management

© 2013 Insignia Health 4

Why is Activation so Vital to a Medical Home program?

Because people are so different, the ability to measure activation is important:

• To know who needs more support

• To tailor the support and information patients need to be successful self-managers

• To evaluate efforts to increase activation

• To have a marker for quality care

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Gloria B. • T2 Diabetes. Blood glucose is high • Hypertension. BP is near objective • 2 ER visits in last 16 months

Activation begins with measurement

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Gloria

Manny

Activation Level

Ivey

Activation is Developmental

Four levels of activation along a 100-point continuum

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20-25% of the population

25-35% of the population

20-30% of the population

15-20% of the population

Medicare/Medicaid Segmentation by level

Challenge to Healthcare Providers

• 45% to 60% of your patients are low-activated: they are insufficiently engaged in managing their own health and healthcare

• Low activation patients are at risk for poor outcomes and cost utilization. This is where opportunity resides

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Source: AARP & You, “Beyond 50.09” Patient Survey. Published in AARP Magazine. Study population age 50+ with at least one key chronic condition. More Involved = Levels 1 & 2

Worldwide research validates PAM

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Hallmarks of activation – affect, goal orientation and feeling overwhelmed

A PAM score is predictive of future utilization and outcomes

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Source: Hibbard National Study, 2004

A PAM score guides the journey to best practice self-care

Engaging the low activated is key to the success of Medical Homes

Tailoring Support to activation levels can improve patient experience

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The value of PAM to Medical Homes

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Integrating PAM into a Medical Home Program

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A PAM score helps you tailor support to a patient’s ability

• Identify appropriate starting points • Address realistic and achievable behavior goals • Customize action steps, mediums, and frequency

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Tailored support builds self-management competencies

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PAM & support tailored to levels can prove instrumental to success

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Source: PeaceHealth’s Team Filingame Uses Patient Activation Measure to Customize the Medical Home, Center for the Health Professions Research Brief, May 2011

PeaceHealth Medical Home Program

Published Case Study Examples

• PeaceHealth PCMH: Tailored coaching improved 8 of 10 clinical measures: ED use declined by 46%, office appointments increased 24%

• Regional Health Plan: Regional Health Plan: Tailored DM and Wellness coaching found a 35% reduction in HbA1c, 6% reduction in weight, cost savings of $21 PMPM

• Medicaid Health Plan: PAM-based coaching yielded an 836% ROI

• Diabetes Patient Study: Each single point gain in PAM score = 1.7% decreased likelihood of hospitalization

• HIV Patient Study: Each single point gain in PAM score = 3.2% improved medication adherence

• Disease Management Group: Coaching tailored to PAM levels reduced ER visits by 20% and hospital admits 33% over 6 months

• Washington State ADSA: Cost savings estimated at $253 per month per program enrollee.

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What you can expect from PAM scores & PAM-based activation

• PAM scores are predictive of future utilization and cost

• Hospitalization & ER visits decline with increasing activation

• Disease self-management, such as medication-taking & self-monitoring, improves with increasing activation

• Use of preventive care services gains with higher activation

• Higher activation is linked to more productive encounters with healthcare providers (and more satisfied patients)

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Manny G. • Build knowledge base • Understand the role he must play • Carefully develop medication taking

and self-monitoring skills

Ivey M. • Strive for 100% adherence to

medications • Improve nutrition skills and get more

physical activity

Gloria B. • Close knowledge gaps • Strengthen BG monitoring skills • Help her to schedule and keep

preventive care/screen appointments

Thank you

Chris Delaney cdelaney@insigniahealth.com

21 Copyright © 2013. Insignia Health

Using the Patient Activation Measure in the Clinical Setting

Cathy Davenport, RN, BSN RN Care Manager

PeaceHealth Medical Group Eugene, Oregon

∗ Patient Centered Care is here to stay ∗ The PAM is one tool which enhances Patient Centered

Care philosophy while improving health and wellbeing ∗ Indirectly, the PAM also enhances patient and team

member satisfaction

Clinical Advantages to Using PAM

∗ Off site training and re-evaluation of training ∗ Administration support to use the tool and complete

required training ∗ Availability of an identified “expert uses” for ongoing

questions and concerns ∗ Establishment of policies regarding use with

established review times

Keys to Implementation

ActivationLevel ↓

Coaching For Activation –Team Members Assigned

4 Peer Support (Stanford Chronic Disease, Web

sites)

Health CoachRN

NP + Team

3 Health Coach NP + team NP, RN

2 Behavioral Health Contact

RN, NP MD, RN

1 RN Care Mgr. NP MD, RN

Acuity of care →

Low Medium High

↕

Visual Scan of PAM responses

∗ When using the tool in real time it is not necessary to know the actual calculated score (Level and Score)

∗ Quickly visualize the patient responses on the PAM survey

∗ Use the first “to the left” response as a conversation starting point; this is also a great way to begin establishing rapport with a patient

Real Time Practical Use

∗ Lack of patient education about the PAM and its purpose

∗ Failure to educate and familiarize other key clinic members about the PAM process and benefits (the why of doing it)

∗ Awareness not all staff will be accepting of new clinic culture, processes, and increased responsibilities

Barriers to Implementation

∗ Need to communicate to provider current PAM level at time of each clinic visit

∗ The PAM is a one component in a major shift in clinic culture: critical to educate staff on the whys of the changes and support ongoing training and celebrate incorporation of learning into daily clinic work

Continued Learning

Questions ?

MultiCare Health System: Health Coaching and PAM Shannon Gilbert, MHA Practice Leader – Chronic Disease Management January 27, 2012

MultiCare Health System: Overview

Not-for-profit healthcare organization 5 hospitals Numerous outpatient specialty centers and primary and urgent

care clinics throughout Pierce, South King, Thurston and Kitsap counties

Employed medical group (MultiCare Medical Associates) with over 550 physicians and non-physician providers

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Chronic Disease Management Pilot @ Gig Harbor

Pilot Objectives Deploy innovative and lean care teams, workflows, and tools and

technology at the MultiCare Gig Harbor primary care clinic Triple AIM goals Highest national quality outcomes for chronic disease patients High levels of patient engagement and satisfaction Reduce cost

Chronic Diseases – Depression, Diabetes, Hypertension, and CHF Care Coordination Team Model Clinical Care Coordinator Pharmacist Behavioral Health Specialist (LCSW) Health Coach

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PAM & Health Coach

• PAM • Began survey distribution June 2011 • Over 1,500 PAMs distributed via MyChart and in clinic

• Health Coach • Started program in September 2011 • Health Coach proactively reaches out to Level 1’s and 2’s • Allow Level 3’s and 4’s to opt into program if interested • Initial contact made via phone, at least one face-to-face visit

scheduled, subsequent follow-up mainly via phone

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Health Coach Program

Health Coach Background: MA for 29 years, 25 of those in a clinic setting Chronic Care Professional and Registered Health Coach

(certification through Health Sciences Institute) Master Trainer for Living Well with Chronic Conditions

Workshops

Goals: Tailor support based on patient engagement Help patients set goals and manage their own care Monitor patients’ ability to adhere to their plan Help patients overcome barriers to meeting health goals Provide evidence based, clinician-directed education

materials

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Patient Story

69 y-o gentleman, PAM activation Level 1 Struggling to commit to diet change Health Coach met with patient over the course of a few

months Patient had an ‘ah-ha’ moment that opened him up to trying

again to change diet/eating habits & creating a doable action plan

“The greatest thing is having someone to be accountable to, and someone who will listen to what is important to me.”

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Outcomes/Evaluation

Currently in the beginning stages of data analysis Goals: Increase in PAM score/level Better clinical indicators Reduction in hospitalization/ED use Improved patient satisfaction

Correlation between PAM score & treatment outcomes in depressed population

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Learnings/Challenges

Took many months to integrate PAM survey into EPIC EHR system

A lot of IS support needed to ensure Lean workflows

Difficult to get in contact with Level 1’s and 2’s Direct referrals from PCP more likely to follow-

up and actively participate Getting providers to integrate PAM conversation/

health coach referral into patient visits has been challenging

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Questions?

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Shannon Gilbert Practice Leader – Chronic Disease Management

shannon.gilbert@multicare.org

The Visit Summary: Provider Perspective

Jim Weiss, MD, Primary Health

Medical Group

Why Do It?

• Become a hero! • Patients love it, appreciate it, expect it • Wrap up the visit • Review plan and current medications with

changes • Fewer call backs!

How To Do It?

• Sticky notes! • Staff reminders! • Dope slaps!

Tips and Tricks

• Customize, where possible (bold, italics, underline)

• Be open to change • Make a game of it • Provider must not delegate to staff

Q & A

Tools to Enhance Patient Engagement

Project Funders We would like to thank the following for the generous support:

The Commonwealth Fund (Project Sponsor)

Co-Funders:

Colorado Health Foundation Jewish Healthcare Foundation Northwest Health Foundation

Partners HealthCare The Boston Foundation

Blue Cross Blue Shield of Massachusetts Foundation Blue Cross of Idaho Foundation For Health

Beth Israel Deaconess Medical Center

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http://www.surveymonkey.com/s/L5GS2ZM

Tools to Enhance Patient Engagement